Faith Kalondu

Dynamic and skilled Administration professional with over 11 years’ progressively responsible 
experience in administration and business development. Well versed in all aspects of 
administration, human resources, finance and purchase from my past experiences. Skilled in 
providing a first class customer experience and resolving any queries, complications or issues 
that may arise. I have a reputation for delivering a high quality, personal service to both junior 
and senior work colleagues. My goal is to become a valuable mutual asset by providing efficient 
administration services that will contribute to the company’s purpose and profitability.

Key Professional Skills

• Accomplished communicator who understands the value of listening, thoughtful
  responses, and objectivity.
• Demonstrated ability for policy formulation and business development Substantial knowledge of general accounting practices and procedures.
• Demonstrated ability to support the administrative requirements of internal teams in a
  pressurized office.
• Ability to establish and maintain relationships with individual and business customers
  and providing assistance with problems encountered.
• Experience in office administration and to maintain good business relationship.
• Strong mentoring, client dealing and communication skills.
  Ability to effectively oversee staff and prepare effective staffing schedules.
• Strong ability to address difficult problems through established diplomatic approaches
  and techniques.
• Excel at resolving employer challenges with innovative solutions, systems and process
  improvements that increase efficiency, customer satisfaction and the bottom line.
• Detail oriented and good at process management.
• Highly honest, mature, professional, demonstrated problem-solving skills.

Customer Relationships Manager
Bingwa Services: November 2019 to date;
Duties & Responsibilities

• Building and maintaining profitable relationships with key customers by understanding their needs, delivering exceptional service, and creating a positive customer experience throughout their journey with the organization.
• Providing after sales support
• Resolving customer complaints quickly and efficiently.
• Collaborate with sales team to provide valuable insights and customer data to help improve sales strategies and achieve revenue goals.
• Maintaining customer profiles, purchase history, and other relevant data to gain insights and facilitate personalized interactions.
• Collect and analyze customer feedback through surveys, reviews, and other channels. 
• Communicate customer needs, concerns, and feedback to relevant teams, helping to drive customer-centric decision-making.
• Working closely with various departments, such as marketing, operations, and to align strategies and improve the overall customer experience. CRM professionals act as a bridge between customers and internal teams.

Achievements:

• Implemented loyalty programs, personalized marketing campaigns, and proactive engagement strategies that resulted in improved customer retention rates.
• Identified inefficiencies or bottlenecks in customer-facing processes and successfully implemented improvements, resulting in streamlined operations and enhanced customer experiences.
• Successfully trained and developed the existing customer facing team, fostered a positive work environment, and improved overall team performance.
• Personalized marketing campaigns, and proactive engagement strategies that resulted in improved customer acquisition rates.

Administrative Assistant/Accounts Officer
Courtesy Cabs Limited. January 2015 to September 2018;
Duties & Responsibilities:

• Staff training and orientation.
• Outreach and promotion in the form of one to one and group meetings.
• Liaising with local administration and other leaders.
• To identify and assess potential clients (appraisals).
•  Personnel Management: Maintain up-to-date clientele records.

Achievements:

• Successfully managed complex calendars, coordinated meetings, and scheduled appointments, ensuring effective communication.
• Maintained accurate and well-organized databases, records, and files, ensuring easy retrieval of information and adherence to data privacy regulations.

Administration Assistant/Controller officer;
Summit Safaris & Destinations. November 2012-August 2014;
Duties & Responsibilities:
 

• Handled day to day administrative duties.
• Received phone calls and making bookings.
• Coordinated with the fleet manager and ensuring vehicles reach their point of destination.

Achievements:

• Ensured that the quality of customer service was above par and recommended various
  improvements which greatly enhanced customer service relations.
• Exposed to different types of customers and customer service challenges. Acquired new
  skills, confidence in handling customers and significantly expanding the customer base.

Universal cabs/Jason Tours. March 2011-October 2012;
Duties & Responsibilities:
 

• Receiving phone calls and making bookings.
• Reconciling and charging vouchers.
• Coordinating with the fleet manager and ensuring vehicles reach their point of destination.
• Handling day to day administrative duties.

Achievements:

• Developed and implemented comprehensive sales and marketing strategies and plans
  which ensured sales force effectiveness and achievement of business objectives.

Professional Training and Certification:
Safari Park Hotel & Casino: September - December 2010

Departments Covered
Reception,Reservations,Concierge
Business Centre, Guest Relations
Lobby Shop, Switchboard
Linen Room & Laundry
Public Area & Rooms

Education and Professional Qualification

•  Diploma in Travel, Tourism and Business studies, Nairobi Institute of Business
  Studies(NIBS), January-December 2009.
• International Computer Driving License, Institute of Advanced Technology (IAT), March-
  June 2010.
• Kenya Certificate of Secondary Education, (KCSE), Kanans High School, 2004-2007.